IT SUPPORT ANALYST: JOB DESCRIPTION
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IT support analysts (also recognized as technical support or helpdesk analysts analysts) provide technical support and assistance to IT users.
Just what does an IT support analyst do? Common employers|Qualifications and training|skills that are Key
Technical support (or IT support) professionals help resolve customers’ technical issues by email, phone, social networking and in person.
Professionals of this specific place both work in house (providing support within a specific organisation) or even give services and support to various other business organizations, to clients of a specific device, or perhaps on an ad hoc basis. For instance, there’s an expanding market for on demand services for home and office tech repair, set up and troubleshooting. Companies supplying this particular service dispatch their support analysts when summoned to fix something from a cracked iPhone screen to a tricky installation or perhaps a laptop riddled with malware.
Common duties include:processing and logging support calls
configuring and installing computer hardware, software, systems, networks, scanners and printers
planning and undertaking scheduled maintenance upgrades
setting up accounts for staff, ensuring they understand how to log in
solving password problems
talking to clients and computer users to figure out the dynamics of any issues they encounter
responding to breakdowns
investigating, solving and diagnosing computer software program and hardware faults
repairing equipment and replacing parts
supervising technical staff and junior engineering
obtaining replacement or perhaps specialist components, fittings or fixtures
checking computer gear for electric safety
keeping data of software licences
managing stocks of equipment, other supplies and consumables
Common employers of IT support analysts
Financial service companies and banks
Manufacturing firms and service areas
Schools, universities and colleges
Public sector organisations, like local authorities and the NHS
Just about all SMEs and bigger companies recruit IT support staff members to help personnel Jobs are actually advertised online, by careers services as well as by recruitment agencies.
View our graduate IT and technology vacancies.
Qualifications and training necessary Both faculty graduates and school leavers are able to enter the IT support or maybe helpdesk profession. Whether you’ve a degree or maybe not, you are going to need to exhibit a concern in fixing complex issues, sometimes through previous work experience or perhaps things you’ve finished in the own time of yours.
While ready to accept graduates of any discipline, technical support employers usually prefer graduates with an IT related qualification.
It’s usually easy to enter this particular career without having a degree. Apprenticeships are made in IT support, often requiring GCSEs only. To find out more about getting into IT and technology through a school leaver route, visit the IT and technology aisle of TARGETcareers, our site targeted at school leavers.
Many IT support analysts advance the careers of theirs by broadening the abilities of theirs within a certain industry or perhaps area. Big companies with a comprehensive specialized infrastructure could have individual teams offering with various aspects of the company of theirs. With experience, a move to a specialist area offering with more complicated technical environments is likely. Yet another alternative is taking on the job of team or maybe section leader.
skills that are Crucial for this support/helpdesk
In-depth knowledge of software and hardware
Up-to-date knowledge of the newest IT and software trends
Strong customer service ethos
Ability to do the job nicely with people
Strong communications skills
Excellent organisational skills
Ability to rapidly establish great working relationships with clients
Willingness to at times work unsociable hours
A rational mind
Enthusiasm for continual learning